Compassionate Family Medicine - Dr. Triana

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.I am writing in response to the response I received from the doctor's office regarding my complaintA copy of this letter was sent to Luanne ***, Compliance Officer at Compasstionate Family Medicine, as well. I would like to clarify a few points that Ms*** mentions in her response that are not accurateShe states that I did not contact CFM until 5/2/- this is grossly incorrectAs I stated in my original complaint, I had left several messages for Gisella - including on April 10, 2017, right after I spoke with the billing department and told them I would call herIt is right there in their own notes! If Gisella had followed through and returned my messages in a timely manner rather than ignoring me entirely, this could have been addressed prior to them ending the relationship with the billing companyIt seems to me that it was ignored just long enough for them to be able to say that it is something beyond their controlAnd the statement that they "are unable to provide email documentation of what transpired with this patient," is not my problem and should not be a reason to give them a free pass! Especially when she states in the final paragraph that they have "provided an outline of events, with supporting documentation, to prove contrary..."Regarding her accusation that I "never communicated to CFM or the provider that....(I) did not want the blood work done at all because (I) could not afford it," that also, is again, totally falseI very clearly stated in the second sentence of my initial complaint that I requested ROUTINE blood work onlyThe insurance company denied it as routine because it WASN'T! I did NOT ask for this extra work and made it obscenely apparent that I couldn't afford the bill. Finally, I would like to know why nobody bothered to inform me that I could obtain the results for the bloodwork in their patient portal and that it wouldn't be mailedAnd yes, maybe it's in the pages and pages of paperwork that I received when I became a new patient, but it could have been pointed out the several times I mentioned it to the various office staff that I spoke withAnd regarding Ms***'s offer of providing the results to me after an entire year, I say too little way too late. If patient satisfaction was truly a critical component to patient care and something they strive for, this situation would never have gotten to this pointThey ignored me and failed to return a single callI see that they ask that this complaint be dismissedI maintain, however, that they failed miserably in providing anything close to compassionate care and need to be held responsible for their failure to a.) honor my request for nothing more than routine bloodwork, and b.)address the issue in a timely manner PRIOR to when they severed their ties with the billing company and therefore use that as an excuse to not cancel the bill. Social media is a powerful thing, and I will be using those tools to make sure other honest people are not treated with the disrespect and disdain that I did from the moment I walked through the door over a year ago, and followed up by the disparaging language in Ms***'s response. Regards,
*** ***

Business requested this response not be published due to privacy issues.Please see the attached letter responding to the complaint against our practice and supporting documentation. If you need any further clarification, please contact our Compliance Officer Luanne [redacted] by email -...

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